Level 1 Solution Engineer (POS)

Description

Job Summary: We are seeking a Level 1 Solution Engineer (POS) to provide technical support to end users, efficiently resolving incidents and requests while ensuring high-quality service in accordance with SLAs. Key Highlights: 1. Technical support to end users in dynamic environments 2. Problem resolution and direct user assistance 3. Professional development and an excellent work environment Level 1 Solution Engineer (POS) Work Schedule: Full-time Department: Service Desk Reports To: Support Supervisor Job Objective Provide technical support to end users by addressing and resolving incidents and requests efficiently, ensuring timely and high-quality service in compliance with service level agreements (SLAs). What Are We Looking For? A service-oriented professional with analytical and problem-solving skills who enjoys working in dynamic environments and providing direct user support. Requirements * Gender: No preference * Age: 25 to 45 years old * Education: Technical degree, TSU, Engineering, or related field * Experience: Minimum 1 year in technical support or help desk * Valid driver's license and ability to operate a vehicle (**mandatory**) * Willingness to travel and flexibility in working hours * Availability for immediate onboarding Technical Knowledge * Hardware and software technical support * Diagnostics of computer equipment failures * Windows operating systems and Office 365 suite * Basic networking (WiFi, LAN, VPN) * Ticketing tools (ServiceNow, Remedy, or similar) * Remote access tools (TeamViewer, AnyDesk, etc.) Desirable: * Experience with specialized systems: CCTV, access control, intrusion detection, fire alarm, audio, and networks Key Responsibilities * Receive and log requests and incidents (phone, email, portal, or chat) * Diagnose and resolve first-level issues (hardware, software, network, email, printers, access) * Escalate incidents to higher levels (N2/N3\) when necessary * Track tickets to resolution * Accurately document information in ITSM tools * Provide remote support to users * Comply with established SLAs * Identify recurring incidents and report them * Participate in technical training sessions Key Skills * Customer orientation * Effective communication * Problem solving * Organization and multitasking * Working under pressure Performance Indicators (KPIs) * First-contact resolution rate * Initial response time * Number of tickets resolved per shift * User satisfaction * Documentation quality and process adherence We Offer * Immediate hiring * Job stability * Professional development * Excellent work environment Salary: $12,191\.00 per month Benefits: * Free uniforms Work Location: On-site employment